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Operations

SOUTHAMPTON

FULL TIME

Customer Success Manager

£30,000 - £35,000 per annum (depending on experience) + Car Allowance

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Customer Success Manager

(Southampton, UK) Office based

Salary at £30,000 - £35,000 per annum (depending on experience). + Car allowance

At Zappie, we’re not just a telecoms company; we’re a rapidly growing scale-up revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join our team.

As a Customer Success Manager, you will be responsible for managing relationships with clients and ensuring customer satisfaction. You will serve as the primary point of contact for customers, understanding their needs, coordinating solutions, and providing support. This role requires strong communication skills, being able to handle complaints effectively and have problem-solving ability.

Key Responsibilities:

  • Build and maintain strong relationships with our customers, understanding their business goals, needs, and challenges. 
  • Identifying opportunities for upselling, cross-selling, and expansion.
  • Manage customer satisfaction through surveys, feedback, and regular interactions.
  • Provide 1st line Support for customers seeking assistance with invoices, billing and technical issues. 
  • Making sure the customer understands the invoice and going through any queries they might have to better understand. 
  • Complaint handling.
  • Interacting with customers over the phone, email and other various channels. 
  • Maintain accurate records on the CRM system.
  • Serve as the voice of the client, advocating for client needs, preferences, and feedback to drive service improvements.
  • Meeting stakeholders face to face to go through an account. 
  • Logging tickets on internal CRM systems to resolve issues to make sure this goes to the correct department to deal with in a timely manner.

Requirements:

  • Proven experience in a Customer Success or Account Management role
  • Strong interpersonal and communication skills, with the ability to build rapport with customers and stakeholders at all levels.
  • Ability to identify opportunities for improvement and help drive customer satisfaction.
  • Excellent problem-solving skills and a proactive, solution-oriented mindset.
  • Strong organisational skills with the ability to manage multiple customer accounts simultaneously.
  • A customer-centric attitude with a passion for helping others succeed.

Our benefits.

At Zappie, we believe in fostering a collaborative and fun working environment where our team can thrive. In addition to a competitive salary, we offer a range of benefits to our emloyees:

Profit share bonuses for all staff
£1,000 learning budget for development of your career
Discounted broadband & SIM Plans
£150 voucher for employee, salesperson and operations person of the month
Your birthday off every year
Excellent location with lots of great restaurants and bars nearby
Outstanding career progression opportunities
£500 refer-a-friend scheme
Charity and CSR programs
Company incentives and events
Apply today
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Bronte Smith

People & HR Coordinator

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